Plum Voice Blog

Stay up to date on the most relevant topics and developments in the world of automated communications with tips, tricks, and advice from Plum

Case Study: 145% VoC Response Rate Increase with Plum Insight

Erie Case Study Featured Image

Customer feedback is the lifeblood of an organization. However, that information is only useful if it’s actually put to use. Collecting data for the sake of collecting data doesn’t do anyone any favors. When it came to customer feedback for their claims department, the Erie Insurance company relied on a manual process. The cost of materials and labor for getting… Read More

Case Study: Use Voice Tech to Provide More, Better Payment Options

NMSC Case Study Feature Image

Merchant services companies have lot of different payment channels to offer their customers these days. These are the companies that provide customers with the infrastructure to accept and complete payments. Needless to say, with the right merchant services company, a business can cater to the needs of their customers no matter how diverse those may be. One of Plum’s clients,… Read More

Case Study: Increase Payment Processing Volume and Efficiency Over the Phone with Self-Service

Arrowhead Case Study

In theory, technology should make our lives easier. There may not be a better use for technology and automation than with manual, rote, recurring tasks and processes. In these situations, automation is like a gift from on high. This was precisely the experience of Arrowhead General Insurance Agency. The company’s Atlanta office processed all of their customer support calls with… Read More

How to Do A/B Analysis on Voice Applications

VT AB Test Blog Image Featured

There is no single way to assess the effectiveness of your voice applications. For people who are new to voice automation or VoiceXML it may not be clear where to start with A/B analysis. Of course, this begs the question: “why bother?” After all, you have your application up and running, and it works fine, right? Just because it works… Read More

3 Uses for Voice Tech in Insurance Customer Service

Voice Tech in Insurance

Our last post noted how important it is to control the initial customer interaction when it comes to customer self-service over the phone. Once you’ve got control a new challenge arises, namely what do to with that control. Our advice is to wield a scalpel in your approach rather than a hammer. Some of the nation’s largest insurance companies use… Read More

A Holistic Approach to Customer Satisfaction

Holistic Customer Satisfaction

The Buyer’s Journey In marketing there is a lot of talk about the “buyer’s journey.” This is a not-so-fancy way to describe the process by which a person discovers and purchases a product or service. So if we’re talking about buying a car, the journey isn’t the picture on Instagram of someone standing next to their new car, dangling their… Read More

Solutions to 7 Communications Problems Affecting Hospital Re-Admission Rates

7 Healthcare Communication Solutions

Going Home Isn’t The End When a patient leaves the hospital the last thing they want to do is go back. Yet, re-admission happens all of the time. Studies show that one of the most common reasons for this is insufficient communication between healthcare providers and patients. In a pressure-cooker work environment like a hospital it’s almost understandable for doctors to… Read More

14 Tips to Get the Most Out of Your IVR Survey

14 Tips IVR Survey-Featured

In an era of digital communication and vast social media influence, it has become incredibly easy for consumers to voice their opinions about the companies they frequent, support, or vilify. One disgruntled customer can rally thousands in a matter of hours with nothing more than a 140-character blurb gone viral. Every individual has potential access to the digital megaphone of… Read More

4 Ways IVR surveys help companies to hear the Voice of the Customer

Voice of the Customer

No matter what business you’re in, it’s important to remember that customers don’t buy from companies, they buy from people. Your customer support team acts as a critical human face for your company; they are the people that your customers buy from, the team that troubleshoots their problems, and the ones who can make or break your sales funnel or… Read More